Customer Service Center Manager

Return to Postings
Job Code: PD20-15
Posted On: Friday, 6th March 2020
Department: Housing Resources
Location: Gaithersburg Customer Service Center
Job Type:
Full Time
Education: 4 Year Degree
Pay Rate: Grade 22 - Minimum - $54,842

Job Description:

Must have knowledge of the principles and practices of supervision, administration and management and knowledge of Federal, State and local laws and regulations to administer the Housing Choice Voucher Programs. Will be responsible for improving the methods of providing services to clients, recommend changes, and implement guidelines and procedures to address changes in regulations, technology, and workforce. The Customer Service Manager has a direct impact on the quality of the services provided to clients, landlords, staff and community. Personal contacts include other HOC employees through the agency and outside agencies both governmental and private, for the purpose of negotiating, persuading or presenting issues to others.  Will oversee Center personnel with recommendations for training, career advancement, and staff performance. The Customer Service Manager will be responsible for managing and addressing the needs of staff and clients at the service center. Will review and evaluate the effectiveness of the Center by making recommendations for new policies and procedures.  Will manage quality assurance functions in the Customer Service Center. Will provide compliance oversight, implement changes and delegate assignments. Will monitor, under the guidance of the Director, the implementation of HOC policies and procedures for placement and recertification of families. Will coordinate and supervise the work of staff.  Will provide monthly statistical data on Center activity, including financial activity. Will represent the Center both verbally and in writing through presentations to community groups and agencies. The work involves the management and direction of professional union employees in a wide range of processes and methods.

Preferred Skills:

  • Requires a Bachelor’s degree in Business, Social Service, Public Administration/Management or related field.
  • Requires a minimum of 5 years of progressive experience in subsidized housing.
  • Requires a minimum of 5 years of direct supervisory experience preferably in a housing environment.  Supervisory experience in a union environment preferred. 
  • Knowledge of Federal, State and local laws and regulations pertaining to subsidized housing programs needed.
  • Knowledge of the Housing Choice Voucher, Public Housing and/or other affordable housing programs required.
  • Must possess excellent written & oral communication skills. 
  • Must be proficient in MS Office Suite.
  • Excellent interpersonal skills & the ability to deal with people tactfully & effectively